Brianna Doonan Email & Phone Number

Palm Coast, Fl, Us

Palm Coast, Fl, Us

Florida, United States

- Manage support tickets using Zendesk to track, prioritize, and resolve issues promptly.- Experienced in Azure services for user and resource management, including creating user accounts, configuring permissions and handling directory synchronization with Active Directory.- Utilizing Microsoft InTune to administer and manage mobile device and application policies, ensuring security compliance and streamlined access control for end-users.- Manage and secure sensitive government and enterprise data in compliance with Microsoft 365 GCC High standards, ensuring secure access and collaboration for classified environments.- Manage licensing and access for essential collaboration and design tools, including Figma, Adobe Creative Cloud, Lucid, and Slack.- Coordinate and lead weekly vulnerability scan analysis sessions with Microsoft Defender, ensuring prompt identification and remediation of security issues.

• Assist in leading a comprehensive four-week training curriculum for classes ranging from 15 to 25 new hires at the Enterprise IT Help Desk.• Provide personalized coaching through one-on-one meetings, enhancing trainees' understanding of Boeing policies and procedures.• Deliver real-time assistance during chat support training, reducing average-handle- time and improving first-contact resolution by 20%.• Create training materials, including PowerPoint presentations and Quick Reference Guides, achieving a 25% increase in knowledge retention.• Serve as the founder and main contributor to the "EHD Codex," centralizing Enterprise Help Desk resources such as knowledge articles, visual guides, and interactive tools for better accessibility and efficiency.• Organize and lead weekly roundtable meetings for trainees, providing a space for questions and constructive feedback.• Oversee project lifecycle management, coordinating roadmap creation, internal stakeholder collaboration, and milestone tracking to meet goals and deadlines.• Manage project planning and execution, collaborating with cross-functional teams to ensure timely achievement of project objectives.• Facilitate regular project status meetings, providing updates to internal stakeholders and adjusting project plans based on team feedback and performance data.• Execute comprehensive Tier II support duties during non-training periods.• Manage escalated tickets and provide advanced troubleshooting to ensure optimal user experience.

• Served as the primary contact for Boeing employees, efficiently handling 12-15 calls daily and providing remote technical support for Windows 10/11 and MacOS issues.• Achieved an 88% first-call resolution rate and a 93% Customer Satisfaction Rate, surpassing SLA expectations.• Recognized with the "Outstanding Achievement Award" for exceptional KPI performance in May, July, August, and September 2023.• Ranked #1 out of 200 employees in Q3 Stack Rank within the Enterprise IT Help Desk.• Utilized ServiceNow for efficient ticket management and data entry, improving resolution time by 30%• Delivered comprehensive software support for Office, Outlook, Skype for Business, Teams, and additional applications, maintaining a 95% customer satisfaction rate• Managed Active Directory by creating/removing user profiles, assigning permissions, auditing access rights, performing password resets, and reactivating accounts.• Configured and managed over 100 accounts for Cisco Webex, Outlook, Skype for Business, Teams, and other applications, ensuring accurate setup and seamless integration across various platforms• Utilized ServiceNow Chat for concurrent issue resolution and generated nightly performance reports.• Employed Windows CMD, PowerShell, and Terminal to diagnose and resolve technical issues.• Troubleshot basic networking issues and VPN connectivity problems, ensuring timely resolutions and minimal disruption for users.• Escalated complex issues to Tier II support as needed, ensuring timely resolutions and effective communication.• Conducted identity validation in accordance with Boeing’s security policies.

Daytona Beach Shores, Florida, United States

- Patrolled designated areas to preserve peace, prevent criminal activity, and enforce all traffic laws and regulations.- Responded to calls for service involving drunkenness, domestic disputes, thefts, accidents, and more, utilizing sound judgment and following department protocol to ensure public safety.- Made arrests as appropriate, maintaining a professional demeanor and ensuring proper use of force.- Proficient in all aspects of weapons associated with police work, including proper handling, storage, and maintenance.- Prepared detailed reports and maintained accurate records of incidents and investigations.- Interviewed complainants and witnesses to obtain information about crimes, using effective communication skills and active listening to gather relevant details.- Investigated accidents, prepared detailed reports, and trained in latent fingerprinting and crime scene preservation to ensure accurate evidence collection and interpretation of laws.- Collaborated with other law enforcement agencies to coordinate investigations and share intelligence.- Participated in community outreach programs to build positive relationships with the community and promote crime prevention.- Administered first aid and basic life support to individuals in emergency situations.Certifications: Social Media and Open Source Investigations, Speed Measurement (Radar), De-Escalation Techniques, and Breath Test Operator

Saint Augustine, Fl

- Deliver exceptional service to customers by presenting menus, answering questions, and making recommendations on food and beverages.- Suggest specialty cocktails, wine, and food items to guests, highlighting the restaurant's unique offerings.- Operate POS system to input orders quickly and accurately, ensuring timely delivery of food and drinks to tables.- Multi-task effectively by handling multiple customers and tables at once, attending to their needs promptly and with a friendly demeanor.- Perform wine service at the tableside with precision and elegance, enhancing customers' dining experience.- Maintain table settings impeccably by removing completed courses, replenishing utensils, and refilling water glasses, while ensuring the dining area is clean and presentable.- Attend to customers' special needs promptly, such as spills, allergies, or other requests.- Collaborate with kitchen staff to ensure orders are prepared according to customers' preferences and served promptly.

Palm Coast, Florida, United States

- Responsible for training new hires, utilizing a 6-step training technique to aid in their development and success within the company.- Served as a reliable resource for all employees, providing guidance and support when needed.- Led by example, teaching new hires how to become great team players and fostering a positive work environment.- Trained employees in customer service, food and beverage knowledge, and company policies and procedures, ensuring consistency and excellence in service across the board.

Bachelor Of Arts - Ba, Major: Criminology, Minor: Law And Psychology, 3.4 Gpa

Activities and Societies: Flagler College Mock Trial Team, Flagler College Odyssey Team (Editor in Chief)

Basic Law Enforcement, Criminal Justice And Corrections, 4.0

- Squad Leader - 4.0 GPA - Salutatorian

High School, Criminology, 3.5 Gpa

Activities and Societies: Matanzas Marching Band (4 years) Matanzas Symphonic Band (4 years) Matanzas Leo Club (1 year) Chick Fil A Leader.